Digital Accounts & Services Representative

Bank of Hope; Gardena (CA); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

Bank of Hope is seeking a detail-oriented customer operations specialist to assist customers with online account applications. You will use phone and email to collect information, explain product choices, and ensure data accuracy in its CRM systems.

In a fast-paced banking environment, you will handle inquiries, maintain confidentiality, and complete related operational tasks while meeting service levels and company policies.

Qualifications

• Bachelor's degree required.
• 2+ years of financial operations experience in Online Banking and Mobile Banking preferred.
• Excellent telephone and email etiquette is essential.
• Ability to work in a fast paced environment and adapt to digital tools.
• Knowledge of Retail Banking products (Checking, Savings, Money Market, CD).

Responsibilities

• Assist prospect customers through calls and emails to collect and validate information for online account applications.
• Set up new accounts and explain product differences to identify customer needs.
• Maintain confidentiality and handle inquiries while meeting SLA.
• Document customer contacts in CRM with clear, concise notes for each action.
• Complete follow-up work and research pending cases when needed.

Skills

Telephone etiquette

Email etiquette

Fast-paced environment

Independent work

Retails Banking knowledge

CRM familiarity

Education

Bachelor's degree

Tools

Microsoft CRM

Job description

• Assist prospect customers through incoming and outgoing phone calls and emails to collect and validate information to help complete online account applications in a professional and courteous manner.
• Ability to work in a fast-paced environment with technology.
• Self-motivated, able to work independently, and use critical thinking skills to assess and decision account applications based on various data points and information provided by bank tools.
• Handle, research, and resolve phone inquiries/requests from customers.
• Use Microsoft Programs to review accounts and update customer information in an accurate manner.
• Track and document customer contacts into customer relationship management applications and systems, record clear and concise notes for each action taken.
• Obtain and verify information by phone or online.
• Complete all follow-up work related to customer inquiries.
• Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
• Maintain strict confidentiality with customer account information.
• Support additional duties as necessary in high volume or promotional periods.
• Relay customer insights for continuous improvement.
• Responsible for researching and providing pending case resolution to meeting SLA to ensure excellent customer service.
• Completion of assigned operational tasks, while adhering to established policies and procedures.
• Manage/complete various office administrative tasks on a daily basis, handling correspondence, telephone calls, and emails.
• Assist with making updates department standard operating procedures (SOP) document, forms, and procedures under the guidance of the direct report and other senior managers.

Job Qualifications/Requirements

Education/Credentials

• Minimum Education Level: Bachelor’s Degree

Prior Experience

• Minimum Years of Experience: 2+ years of financial operations experience in Online Banking and Mobile Banking is preferred.

Technical Skills

• Excellent telephone techniques and etiquette
• Excellent email techniques and etiquette
• Ability to work in fast paced environment.
• Ability to recognize and escape issues that could impact department.
• Able to work independently under own initiative with minimal supervision to complete assignments.
• Knowledge of Retail Banking products such as Checking, Savings, Money Market, and Certificate of Deposit.
• Must be flexible and possess the ability to adapt to a changing digital environment.
• Working knowledge or some experiences with using Microsoft CRM is preferred.

The salary range for this full-time position is $24.04/hr - $26.45/hr + bonus + benefits

Salary ranges are determined based on qualifications, level, and location.

Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.